Download or read book Service Profit Chain written by W. Earl Sasser and published by Simon and Schuster. This book was released on 1997-04-10 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Download or read book Impacts of Customer Relationship Management on Development of Corporations written by Martin A. Moser and published by Springer Nature. This book was released on 2021-10-28 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overall goal of this book is the identification of design features and prerequisites for a CRM-system, which contribute to an increase in sales and the overall development of corporations in the packaging industry. Particular attention is paid to the identification of requirements of a CRM-system that contribute to an increase in the acceptance of the users.
Download or read book Proceedings of the 2000 Academy of Marketing Science AMS Annual Conference written by Harlan E. Spotts and published by Springer. This book was released on 2014-11-05 with total page 524 pages. Available in PDF, EPUB and Kindle. Book excerpt: Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2000 Academy of Marketing Science (AMS) Annual Conference held in Montreal, Canada.
Download or read book Proceedings of the 1993 Academy of Marketing Science AMS Annual Conference written by Michael Levy and published by Springer. This book was released on 2015-01-29 with total page 697 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume includes the full proceedings from the 1993 Academy of Marketing Science (AMS) Annual Conference held in Miami Beach, Florida. The research and presentations offered in this volume cover many aspects of marketing science including marketing strategy, consumer behavior, business-to-business marketing, international marketing, retailing, marketing education, among others. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Download or read book The Secrets of Success in Marketing ePub eBook written by Ian Linton and published by Pearson UK. This book was released on 2012-12-27 with total page 167 pages. Available in PDF, EPUB and Kindle. Book excerpt: Real world marketing for real world professionals – everything you need to know to be the best in the business. Marketing has never been more pressured than it is today, and . as a marketing professional, you are increasingly expected to do more for less and The Secrets of Success in Marketing is the book to offer some relief. These are the real secrets, all learned from years of experience and successful marketing, and they’re the secrets that the seriously successful use to stay ahead of the game. A practical, project-based approach creates a series of self-contained guides to planning, implementing and managing consumer and business-to-business marketing projects – ideal for busy marketing professionals who want fast, focussed advice. Real-life examples and case studies are drawn from market leaders in a variety of sectors, and this insight combined with the expert experience of a renowned author create a unique approach to teaching the core skills of marketing.
Download or read book The Influence of Culture and Personality on Customer Satisfaction written by Franziska Krüger and published by Springer. This book was released on 2016-02-23 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries. She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables. As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures.
Download or read book FANOMICS written by Roman Becker and published by Springer Nature. This book was released on 2023-06-20 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every company wants to turn its customers into true and lifelong fans. In this book, Roman Becker and Gregor Daschmann, the discoverers of the Fan Principle and FANOMICS, demonstrate how this can be actually accomplished. They transfer the mechanisms of fan relationships from sports, music, and art to those between companies and customers. What turns a customer into a “fan” customer? How are these identified? And how can the Fan Rate be managed and even increased? This book provides answers to all these questions. Based on surveys and interviews with more than 100,000 respondents, it becomes clear that fans have the highest customer value and therefore contribute significantly to the economic success of a company. However, in order to win fan customers and increase these numbers, a complete rethinking of customer relationship management and a departure from the customary key performance indicators is necessary. Taking this path is extremely worthwhile. Fan customers have an emotional connection to their provider and form a new, reliable “currency” - both as direct buyers and as active ambassadors. This a must-read for all business decision-makers who want to improve the quality of their customer relationships, while saving money and achieving more than just short-term success. From the contents: - Definition of fan customers and what “emotional customer loyalty” means - Distinct value of the fan customer as a value-added partner and ambassador - FANOMICS as a management program in customer relationship management - Concrete suggestions for implementing FANOMICS - Best practices and illustrative examples of tops and flops from the business world
Download or read book Proceedings of the 20th International Conference on Computing and Information Technology IC2IT 2024 written by Phayung Meesad and published by Springer Nature. This book was released on with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Quality Management for Services written by Manfred Bruhn and published by Springer Nature. This book was released on 2023 with total page 645 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control, implementation and controlling of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency. In the previous editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other. The contents Principles of quality management for services Analysis of service quality Planning and control of quality management for services Implementation of quality management for services Quality controlling for services The author Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.
Download or read book CIO written by and published by . This book was released on 1993-12 with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Understanding the Customer Journey in Marketing written by and published by YouGuide Ltd. This book was released on 2024-10-26 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com
Download or read book Organizational Management Sustainability in VUCA Contexts written by Perez-Uribe, Rafael and published by IGI Global. This book was released on 2024-03-01 with total page 459 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizational Management Sustainability in VUCA Contexts is an insightful and comprehensive book that delves into the complex interplay between sustainability and the challenging landscapes of Volatility, Uncertainty, Complexity, and Ambiguity (VUCA). With a focus on bridging the gap between present and future generations, this book navigates the intricate web of economic success, social development, environmental health, and societal stability. Drawing upon a blend of theoretical foundations and practical examples, this book aims to unravel the phenomenon of sustainability in VUCA contexts by analyzing both exemplary and detrimental management practices across public and private sectors. Through a series of meticulously crafted chapters, the authors assess, treat, communicate, monitor, review, and discuss the methods, best practices, and requisite conditions for fostering sustainable organizations. Targeting a diverse audience of academics, policy makers, and entrepreneurs, this book serves as an invaluable resource for academic institutions, students specializing in business disciplines, and organizations in both public and private spheres. Moreover, anyone with a vested interest in contemporary business issues, prospective strategies, organizational sustainability, and economies in VUCA situations will find this book an indispensable guide.
Download or read book New Frontiers in Information and Production Systems Modelling and Analysis written by Przemysław Różewski and published by Springer. This book was released on 2015-10-26 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book demonstrates how to apply modern approaches to complex system control in practical applications involving knowledge-based systems. The dimensions of knowledge-based systems are extended by incorporating new perspectives from control theory, multimodal systems and simulation methods. The book is divided into three parts: theory, production system and information system applications. One of its main focuses is on an agent-based approach to complex system analysis. Moreover, specialised forms of knowledge-based systems (like e-learning, social network, and production systems) are introduced with a new formal approach to knowledge system modelling. The book, which offers a valuable resource for researchers engaged in complex system analysis, is the result of a unique cooperation between scientists from applied computer science (mainly from Poland) and leading system control theory researchers from the Russian Academy of Sciences’ Trapeznikov Institute of Control Sciences.
Download or read book Creating Marketing Magic and Innovative Future Marketing Trends written by Maximilian Stieler and published by Springer. This book was released on 2017-01-06 with total page 1319 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume includes the full proceedings from the 2016 Academy of Marketing Science (AMS) Annual Conference held in Orlando, Florida, entitled Creating Marketing Magic and Innovative Future Marketing Trends. The marketing environment continues to be dynamic. As a result, researchers need to adapt to the ever-changing scene. Several macro-level factors continue to play influential roles in changing consumer lifestyles and business practices. Key factors among these include the increasing use of technology and automation, while juxtaposed by nostalgia and “back to the roots” marketing trends. At the same time, though, as marketing scholars, we are able to access emerging technology with greater ease, to undertake more rigorous research practices. The papers presented in this volume aim to address these issues by providing the most current research from various areas of marketing research, such as consumer behavior, marketing strategy, marketing theory, services marketing, advertising, branding, and many more. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Download or read book Performance Impact of Selling and Customer Orientation written by Henry Müller and published by GRIN Verlag. This book was released on 2020-06-10 with total page 27 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2019 in the subject Business economics - General, grade: 1,0, , language: English, abstract: In this paper, the relationship between SOCO and performance will be examined. In addition, also other influences and mediators such as selling skills, job engagement and adaptive selling will be discussed. Therefore, the research question is as follows: What is the performance impact of selling and customer orientation? In the course of globalization, immense economic growth and new communication technologies, companies are more and more challenged when it comes to the acquisition of customers. Especially, the developments in the communication technology made it a requirement to be present in multiple marketplaces also in foreign countries which raises the question which sales strategies are particularly effective. As sales are the backbone of almost every company and a first estimator of firm performance and profitability, it has major practical implications for managers. There have been many suggestions regarding the benefits of conducting business in a customer-centered fashion. Indeed, in recent years, customer orientation has been the preferred way of handling customers in order to secure orders and elevate customer satisfaction.
Download or read book Gas Industry written by and published by . This book was released on 1924 with total page 1110 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Global Business Concepts Methodologies Tools and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2011-05-31 with total page 2628 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This multi-volume reference examines critical issues and emerging trends in global business, with topics ranging from managing new information technology in global business operations to ethics and communication strategies"--Provided by publisher.
